Andrew is a new sales rep for an industrial chemical supplier. Andrew makes it a point to never be late for an appointment and to always follow through immediately on promises he makes to his customers_ These behaviors help Andrew build trust with his customers because they perceive him as:
compete C)dependable C: candid
2 1.11.fhich the following best describes the process of strategic prospecting?
OThe process of generating leads
OThe process of locating new customers
OThe process of turning prospects into customers
°The process of identifying, qualifying, and prioritizing sales opportunities
3 With respect to the sales training process, after Brenda is done assessing the sales training needs she should begin working on:
°Setting training objectives Performing sales training
°Setting the sales training schedule
Evaluating training alternatives
4 By demonstrating effective listening a salesperson is able to do which of the following?
Help build the buyers trust
Always uncover two or three explicit needs
Beat out the competition
Convince the buyer that the salesperson s product is best
5 JoAnn has a website for her business_ She advertises her business on a number of online services but she is not sure which ones are driving traffic to her website and which are not worth the money for advertising The best thing for JoAnn to do is:
Only advertise 1 or 2 places and see if her sales go up or down
Use a service such as Google Analyticse to determine what websites and searches are bringing traffic to her site
Buy advertising everywhere
All websites are public so there really is not a way to determine how people find a vvebsite.
6 Which of the following is all acceptable method of negotiating the price objection?
OApologize for the product’s high price
(1) Make price the focal point of your presentation Focus on an individual product feature
(1) Clarify the link between price and quality
7 You have a business that you want to set up on Facebook–ei. What is the best way to drive traffic to your business using Facebook?
Use a lot of hashtags with your business name.
°Create a profile using the name of your business.
Facebook® does not have business options and only personal profiles are allowed Create a business fan page.
8 The primary goal of a presentation strategy is to influence the prospect’s beliefs. attitudes. or behavior. and
to encourage buyer action.
9 Developing a long-term relationship that focuses on solving the customer’s buying problems is referred to as
10Working to reach an agreement that is mutually satisfactory, to both buyer and seller is also called
0 negotiation 0 tactics
0 practice theory
11 A series of creative improvements in the sales process that enhance the customer experience is known as
relationship modeling Qcustomer-oriented sales C:. transactional selling
12 Conveying interest and understanding is the objective of which active listening component?
Evaluating (1) Interpreting (:)Responding °Sensing
13 Which of the following is true with respect to negotiations in foreign cultures?
German buyers are unlikely to look you in the eye
It is sometimes advisable to become antagonistic during negotiations Business rituals are largely the same across cultures
Different cultural expectations can cause miscommunication
14A customer has a negative experience at yOLI1 business and writes about this on a social media review site V.Ihat is the best thing for you to do?
Never admit responsibility and divert blame_
Post your reasons for not meeting their expectations Ignore it_ People don’t take those sites seriously
0 Respond calmly and don’t take it personally.
15 Steve is looking for a way to analyze customer data from his territory in an effort to identify new opportunities for sales revenue growth could help Steve with this task
Sales call auditing software
0 Deal analytics
0 Cloud computing
°Customer Relationship rvlanagement
16 John Bieland, the equipment buyer for Great Lakes Manufacturing, purchased two large riveting machines from Hoseke Corporation’s sales representative, Lindell Ross. Because of a clerical error, the machines shipped a day later than scheduled, which put the delivery truck in the middle of a blizzard that shut down roads for several days_ By the time the machines were delivered by Hoseke Corporation_ they were a full week late John Bieland sends an email to Lindell, ceing the CEOs of Great Lakes ivlanufacturing and Hoseke Corporation ex.pressing his dissatisfaction_ What should Lindell offer to John to rectify the situation?
Lindell should discount any further purchases by half.
°Lindell should send John 2 new machines
Lindell should refund John’s money.
° Lindell should consult with John to find out what would help him regain trust in Lindell and Hoseke Corporation_
17 Which statement is most likely true about the communication-style model?
Emotion and dominance are the two primary dimensions. It is based on a highly accurate self-rating system.
Olt is composed of 4 distinct quadrants_
It is based on 3 important dimensions of human behavior
18 In order for salespeople to be able to deliver complete comparative product information in sales presentations they must possess:
§ assertiveness 0 trust
19 When a customer service problem requires an apology a salesperson should most likely
Delegate the task to a customer service representative OCall the customer personally
oSend a text message to the customer
oSend a prompt email to the customer
20 The purpose of the follow-up communication between customer and salesperson is to express thanks for the order and to
cDcomplete the call card form
§ request referrals for other prospects
o determine if the customer is satisfied
I: introduce related products
21 ‘Smart” sales-force automation tools that analyze data on past customer behavior, cross-selling opportunities and demographics to identify areas of opportunity are referred to collectively as?
Sales force automation
CI Cloud computing
22 Relative to Americans, Canadians are more likely to be:
CI Bilingual and formal
O Sociable and casual
· Happy and casual
· Educated and informal
23 Anthony is a purchasing agent for a hospital One day the hospital receives a shipment from one of its suppliers with several items missing Anthony calls the supplier and talks to a customer service representative who is very friendly and helpful_ Anthony calls the supplier again the next day but talks to a different customer service representative_ This customer service representative is not as friendly and not as helpful Which of the following describes the problem the supplier has with customer service?
:The second customer service agent needs more training
oCustomer service people are hard to train
The quality of the service provided is inconsistent across customer service agents 0 The first customer service agent set an unrealistic expectation
24 Managing an organization’s personal selling function to include planning, implementing, and controlling the sales management process is called
0 Sales control
0 Sales leadership
0 Sales management
0 Sales supervision
25 When a prospect has voiced an objection, it is most likely best for the salesperson to:
Suggest postponing the negotiations
0 Divert attention to a product feature
0 Clarify the true nature of the problem
0 Deny the accuracy of the objection
26 Steve is a salesperson who is responsible for selling only two of his company’s 15 products. Steve is working in a sales force
0 Specialized 0 Centralized 0 Decentralized
The most likely reason for salespeople to make follow-up telephone calls to customers is that:
0 follow-up calls are more efficient than e-mails
0 the customer may place repeat orders during a phone call
0 sales managers cannot make all the calls themselves
0 customer service representatives cannot be trusted to make the calls
2E1 The most widely used system for dividing responsibility is to organize the sales force on the basis of:
0 Geography 0 Markets
29 In order to better understand their own product’s position in the market place, salespeople need:
C)To be candid_
To be customer oriented_
CA high degree of customer knowledge_
OA high degree of competitor knowledge_
30 Steve is a salesperson for XYZ Corporation His territory includes 60 established accounts which he calls on regularly Although Steve is supposed to allocate some time to prospecting. he’d rather call on his existing accounts Like man% salespeople in his position Steve resists prospecting because:
He is afraid of rejection_
§ He’d rather use his spare time for paperwork.
He doesn’t believe its necessary_
§ His established accounts are too important.